All types of contact center solutions are available in the market. Businesses need to select the software depending on multiple factors. To help startup companies in the process of selecting the best call center software, we have represented major facts and important information in this blog post.
The startup companies must use a hosted cloud contact center solution for multiple reasons. (more…)
A majority of businesses use a contact center solution to handle customer queries to deliver an exceptional customer experience. The modern-day contact center solutions come with an array of features and benefits. An omnichannel contact center solution with support for unified communication channels is benefiting many contact centers and businesses.
Along with multiple other features, this software for call centers and businesses also has multiple self-serving features. (more…)
Everything is turning digital and businesses have started setting up in-house departments for almost everything. Call center solutions have been assisting businesses to set up reliable customer care, lead generation, and sales departments. As per the study, 86% of customers are fine with paying higher to the companies that offer a better customer experience.
Companies have a better understanding of their own products and services. (more…)
There are multiple benefits of retaining existing customers such as:
Usually, the beginning of the year gets spent revisiting the performance, defining new business goals, delegating responsibilities, etc. Thus, this is the perfect time of the year to start working on the strategy design part. In any business or call center, defining customer strategy is crucial. They need to retain existing clients and onboard new customers to keep business going and growing. (more…)
What is transforming the industry? What is influencing the customer’s decision? How does technology shape call center solutions? And many more questions can be answered by major call center statistics. The statistics can help you know what is working and what is expected from a call center.
We have collected major and most important statistics of the call center industry to help you define the future of your call center. (more…)
If you are running a call center for banks or leading a banking call center, then you must know the best practices. Even if you use the best contact center software, you need to know the best practices that all agents must follow. This is necessary to deliver exceptional customer service and follow PCI compliance and/or other legislation related to it.
In a bank call center, multiple campaigns are executed such as:
A call center solution is a crucial component in any call center. Any disruption in the way a call center software solution works can disturb the whole operational flow of a call center. Thus, it is necessary to focus on using a call center solution, which is set up with an HA setup.
Have you heard about the HA (High Availability) setup of a contact center solution?
Do you know a high availability call center solution can deliver 99.95% of uptime SLA (Service Level Agreement)?
Let’s explore more details about an HA contact center solution. (more…)
People use “call center solution” and “contact center solution” interchangeably — and most of the time, nobody corrects them. But when you are actually buying software, the distinction matters. A call center solution handles voice only. A contact center solution handles voice, email, chat, WhatsApp, Facebook, and Twitter. — all from one platform, one customer history, regardless of which channel they used.
| Feature | Call Center Solution | Contact Center Solution |
|---|---|---|
| Channels | Voice only | Voice, email, chat, WhatsApp, social |
| Customer history | Per-call only | Unified across all channels |
| Agent desktop | Single-channel | Omnichannel — all in one screen |
| AI capabilities | Limited or none | Voice analysis, sentiment, automation |
| Best for | Phone-only teams | BPO, BFSI, healthcare, eCommerce, government |
Choose a call center solution if your operation is purely phone-based and likely to stay that way. Choose a contact center solution if your customers reach you across multiple channels, or if you are in BPO, BFSI, healthcare, eCommerce, or government and need a single view of every interaction.
Typically yes, since it covers more channels and capabilities. But for businesses already managing multi-channel support with separate tools, a unified contact center platform is usually more cost-effective in total.
Depends on the vendor. Elision’s DialShree is built modularly — start with core call center features and add omnichannel capabilities as you grow, without switching platforms entirely.
For BPOs, the key criteria are multi-tenant support, 500+ agent seat scalability, AI quality monitoring, CRM integration, and TRAI compliance. Elision’s DialShree is purpose-built for these requirements.
The banking and finance industry has been using the best tools to deliver an outstanding experience to their customers. A call center solution is one of the tools that banks use. Usually, all contact center software solutions look similar, but they are not. Of course, each of these solutions offers some similar features. Some of them have industry-specific features to benefit that industry. (more…)